• Responsible for supporting the network infrastructure of Cisco routers and switches, Linux and Windows servers, wireless access points, Honeywell wireless scanners, Zebra printers, fiber optic and category 6 cabling.• First level management and escalation point for team of engineers and technicians.• Primary liaison between IT manager and site lead.• Co-lead team that imaged, configured, racked and stacked 140 Cisco distribution and access switches in 20 IDFs over 3-month upgrade project.• Organized and implemented upgrade of Cisco wireless access points.• Lead team that re cabled 250 Pick and Stow stations to resolve a safety issue.• Member of team responsible for building the network infrastructure of a new 3 million square foot Fulfillment Center.• Planned and organized IT maintenance and upgrade projects during biannual building power and shutdowns.• Worked closely with senior operations management team to coordinate all IT work to minimize operational impact.• Represented IT team during daily status call and bi weekly stand up meetings with all operations and support teams.• Organized and supervised the work of external vendors for maintenance and installation of critical infrastructure. • Conducted interviewing and hiring of engineers and technicians

• Resolving network outages and providing customers with timely status reports on service issues.• Shift lead for retail branch operations support team. Monitoring call queue metrics, ticket and workflow assignments, and service level agreements. • Preparing and conducting the daily shift handover report.• Troubleshooting circuit, routing and hardware issues with internal teams, external vendors, and the local exchange carrier. • Created change control processes and documentation for the Retail Branch Operations Team that permitted high volume, low risk changes to be implemented, eliminating the time and resource intensive change approval process that was previously required. • Restructured the break fix dispatch process for desktop support issues, reducing work volume by approximately 1,000 tickets and 2,000 to 3,000 calls per year, while also reducing repair times. • Discovered a chronic fault with branch network equipment that had been burdening GNOC with a high volume of time-consuming work. Partnered with hardware vendor to identify root cause and organize work into a project format that allowed for much greater efficiency.• Refined communication process with branch managers to standardize dispatch notifications, enhancing customer experience and reducing repair times. • Coordinating local exchange carrier and vendor dispatches with branch managers, to ensure prompt resolution of circuit and hardware issues.• Conducted initial training classes to build the Retail team and participate in process and document review meetings. • Creating and implementing change requests. Coordinating change windows with representatives of the impacted line of business.• Participating in network validation testing in support of planned power down events.

• Serving in capacity as first level management in a high-volume call center, responsible for creating, implementing and documenting solutions to customer issues. • Working independently, with authority to coordinate multiple organizations and personnel to resolve network outages. Situations are often rapidly evolving, requiring numerous technical and logistical tasks, including but not limited to taking the lead role in conference calls with the circuit-testing center, local exchange carrier, and the customer.• Balancing the requests of the customer with the available resources to achieve solutions that are both satisfying to the customer and technically sound.• Troubleshooting full spectrum of circuit, routing, and network issues with customer via telephone.• Specific experience with performing testing on T1-DS 1 circuits with B8ZS and ESF optioning, T3-DS 3 circuits with C-Bit optioning, and OC 12 packet over SONET circuits.• Using loop testing with various data patterns to isolate and resolve physical layer issues.• Ensuring correct cabling between customer premise equipment.• Verifying setting on internal and external CSUs to identify and resolve layer 2 encapsulation issues with circuits optioned for PPP and HDLC.• Identifying and resolving complex layer 3 IP routing issues in a multi-access provider environment.• Verifying static routing statements and access control lists to ensure connectivity.• Experience with dynamic routing using BGP 4. Ensuring the correct advertisement of networks using prefix routing.• Identifying DDOS attacks through the analysis of traffic levels and direction. Identifying the source of the attack via IP accounting and blocking the attack by implementing an extended access control list to stop the over-utilization of the customer circuit.• Heavy interdepartmental interaction and coordination of technical resources on a daily basis to resolve customer circuit issues.